Client Services Advocate

THIS IS A TEMPORARY POSITION

General Summary: Under supervision of attorney, provides non-legal services to assist clients in resolution of case and prevention of recidivism.

Key Responsibilities and Performance Standards:

• Case management: Receive tasks on case management system, determine whether task involves placement, report, or other work. Reply to task with acceptance. Comment on task with updates including what has been done, what will be done, any questions, and notes regarding due dates. Upon completion, note in tasks what has been completed.
• Placement: Document each step on case management software. Upon receipt of a placement request from case management task, review available file and records. Speak with client (by visit at jail or appointment in office or elsewhere as needed) to determine appropriate placement options. Provide client with applications and assistance in completing applications if needed. Submit completed applications, following up with placement provider to provide additional information or set up an interview. Find required documents and information, including medical testing or records (with help from fact investigators as needed). Facilitate interview. Upon receipt of acceptance letter, upload to case management software and note on task conversation. Follow up with attorney regarding sentencing date and transportation. Attend sentencing if requested by attorney. Upon client's arrival at placement, note date in case management and note completion.
• Report Writing: Document each step on case management software. Upon receipt of a report request from case management task, review available file and records, and speak with attorney regarding goal of report (e.g. mitigation, alternative sentencing plan). Meet with client and interview any other people who can assist report. With help from fact investigators if necessary, request necessary documents to substantiate interview with client and others. Research information related to lines of inquiry that will be addressed in your report (trauma, mental health, crime statistics, etc.). Prepare report, including sources consulted page and biography of sources cited. Edit report based on feedback from proofreader, client, and attorney. Show to client and ask for client's approval to make a part of the casefile. Upload to case management software. Note on tasks the date of completion. Follow up with attorney regarding hearing dates or additional research/writing needed.
• Client Services: Coordinating with local partners to provide information and assistance to clients in need as requested by attorneys or by lead Client Services Specialist. This may include preparing letters for attorney signature to obtain vital documents; communicating with local partners to find emergency housing, food, or other resources; creating resource packets for clients with specific needs including job resources, housing resources, or food resources; creating office training related to local partners, client needs, and other areas of interest. Assisting social work interns in completing competencies, writing reports, and performing other tasks.
• Performs other duties of a similar nature or level.

POSITION SPECIFIC RESPONSIBILITIES MIGHT INCLUDE:

• Providing assistance and problem resolution to clients, staff, other agencies, and/or general public.
• Receiving and handling mail.
• Preparing business correspondence using standard English grammar, punctuation, and spelling.
• Preparing written reports using standard English grammar, punctuation, and spelling.
• Processing and posting data and checking for accuracy.
• Resolving client issues/questions.
• Entering updates accurately into case management software.
• Visiting local jails to meet with clients.
• Testifying in Court based upon knowledge and research.
• Driving to Court, Jail, or other location.

Education: Bachelor's Degree in Sociology, Psychology, Social Work, or similar field required

Experience: 0-2 years experience in related field.

Knowledge/Skills/Abilities: Public facing roles involving increasing responsibility involving social work, counseling, psychology, or paralegal work.

Knowledge (position requirements at entry):

• Basic office principles;
• Customer service principles;
• Ability to learn department specific policies and procedures.

Skills (position requirements at entry):

• Synthesizing information related to client's history and current needs to provide necessary reports and supports to client;
• Providing customer service;
• Communication, interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Licensing Requirements: Valid state driver's license required or ability to obtain.

Travel from office to other locations is required of this position less than 50% of the time.

PERFORMANCE APTITUDES:

• Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Human Interaction: Requires the ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility.
• Equipment: Requires the ability to operate, maneuver and/or control the actions of equipment, machinery, tools, and/or materials used in performing essential functions.
• Verbal: Requires the ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Math: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Functional Reasoning: Requires the ability to apply principles of influence systems, such as motivation, incentive, and leadership, and to exercise independent judgment to apply facts and principles for developing approaches and techniques to resolve problems.
• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.
• Physical Abilities: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.
• Sensory Requirements: Some tasks require the ability to communicate orally.
• Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.